About Qbtech
Qbtech is the global market leader in professional ADHD tests, providing tests that are both CE marked and FDA cleared for use as an aid in the assessment and treatment evaluation of ADHD for people aged 6-60.
Our vision is to transform healthcare by providing a complete system of leading objective tests, products and services that empower clinical and financial decision-makers to improve outcomes and support patients to better understand their symptoms and treatment.
Qbtech is present in 14 countries with offices in Stockholm, London and Houston. Over the next years, Qbtech will make significant investments in new products, technologies and people to further strengthen their services and product offerings, aiming to build an ecosystem with solutions for providers, clinicians and patients.
About the role
The Customer Success Manager will define and design the structure, metrics, and drive the processes needed to deliver exceptional customer outcomes. This individual will collaborate intensively with Sales and Clinical teams and cross-departments to optimize customer onboarding, implementation, and performance management, ensuring accountability to KPIs.
Although this role has no direct supervisory authority, it heavily influences strategy, execution, and continuous improvement initiatives.
This job is remote but requires attendance at the London office at least one day a week.
Essential Duties and Responsibilities
- Build and maintain relationships with Virtual Providers and Enterprise Healthcare customers, ensuring needs are met and full potential use of Qbtech products and services is achieved.
- Define, track, and report KPIs including customer satisfaction, implementation timelines, and product utilization rates.
- Establish standardized workflows and procedures for client engagement and support.
- Lead customer-facing process improvement initiatives focusing on user adoption and engagement.
- Act as a key liaison between Virtual Providers, Enterprise Healthcare, and Qbtech colleagues.
Who are you?
- Deep understanding of SaaS business models and implementation best practices.
- Extensive experience with clinical workflows and end-to-end patient and/or care journeys.
- Strong analytical skills and experience building and interpreting performance dashboards.
- Ability to guide cross-functional teams and drive strategic initiatives without formal supervisory authority.
- Passion for delivering outcomes that drive customer value.
- Excellent verbal and written communication skills with confidence engaging executive-level stakeholders.
- Skilled at managing complex projects involving multiple timelines, deliverables, and dependencies.
Qualifications
- Bachelor's degree in Business, Healthcare Administration, or related field.
- 3+ years of experience in healthcare SaaS, customer success, or related implementation roles.
- Proven track record in driving operational excellence and customer engagement.
- Familiarity with CRM and project management tools (Salesforce, Qlik Sense, Confluence, Figma, Asana).
- Experience developing performance metrics and presenting to senior leadership.
- Willingness to work flexible hours including occasional evenings and travel domestically and internationally as needed.
What can Qbtech offer you?
Work on meaningful projects that help people understand ADHD while transforming healthcare. International environment with leading global experts. Lead development of best-in-class and first-in-class products and services worldwide. Opportunities for learning, growth, and expanding into other technologies. Education and certification opportunities relevant to technologies used in the company.